Refund policy
Last Updated: 16 January 2026
At Neon Sunrise, we take great pride in offering high-quality products made with care and attention to detail. As a responsible and ethical business, we are committed to providing excellent customer service and satisfaction.
Refunds and Replacements
We offer refunds or replacements only for items that arrive defective or damaged. If your item is faulty, please contact us within 30 days of delivery. We may request photos to help verify the issue. Once confirmed, we’ll send you a replacement at no extra cost — or offer a refund if preferred.
If your order can’t be delivered due to incorrect shipping details provided at checkout, or for reasons outside our control, you may choose between a replacement (with additional shipping costs) or a partial refund (excluding original shipping fees).
Exchanges
We do not offer refunds or exchanges for:
- Change of mind
- Errors made when placing your order
Please review your order carefully before checking out to ensure all details are correct.
Missing Goods
We know missing packages can be a headache, and we’re here to help. While we’re not responsible for lost or stolen items after they’ve been handed off to the shipping carrier, we’ll do what we can to assist.
If your package hasn’t arrived, please contact us within 7 days of the expected delivery date. We’ll open an investigation with the carrier and keep you updated.
If the carrier confirms that your package was lost or stolen, we’ll offer you the choice of:
- A replacement product, or
- A store credit refund for the full value of your order
Applicability
Our refund policy applies to all customers, regardless of location. We are committed to complying with all relevant consumer protection laws in Australia, the United States, Canada, and New Zealand.
This policy is provided in addition to any rights you may have under your local consumer protection laws.
Contact Us
If you have any questions or concerns about this policy, feel free to reach out to us via our Contact Us page.